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There are times that this platforms maybe going through alot on security challenges or making some site maintenance which may lead to having some difficult moments with their services, am not saying this to support them out but i think it's what is most common with other platforms as well, in this situation, try to be a little more patient with them, while you await a response from their contacts, also if you must choose a platform, make sure you're very satisfied with their reputation and trust before using them.